I am a results-oriented professional with over eight years of experience in customer service, team leadership, and virtual assistance, specializing in delivering high-quality support within fast-paced, remote environments. My background includes a strong focus on customer retention and recovery, where I have successfully negotiated with partners to secure exceptions on non-refundable bookings and developed processes to improve resolution times and satisfaction. As a leader, I have supervised and coached teams of 15–20 agents, utilizing data-driven action plans to consistently enhance productivity and service quality.
In addition to my management background, I have extensive experience in lead generation, having conducted over 100 daily outbound calls to maintain CRM pipelines and generate qualified prospects. I am proficient in a diverse suite of technical tools, including Salesforce, HubSpot, Zoho CRM, and Google Workspace, and I am often recognized as the primary escalation point for complex customer and vendor issues. Committed to continuous improvement, I aim to leverage my administrative and communication expertise to support teams in achieving excellent and consistent results.
